HCT Group is delighted to announce that Jade Sanfelix, a driver on route 153 based at Ash Grove in Hackney, has won The Big Red Book Award for outstanding customer service at the London Bus Awards 2013.

The Big Red Book Award for outstanding customer service recognises those who excel at all levels of customer service, putting the passenger first at all times in areas such as safety, accessibility and communications. The judges decided that Jade's approach to customer service as a bus driver on route 153 is both genuinely inspiring and represents the very best in her industry –working hard to offer a warm and cheery welcome to put passengers at ease.

Jade, from Waltham Forest, has worked in the bus industry since 2004, but only turned her hand to driving a few years ago. She has an instinctive understanding that exemplary customer service in our industry combines the best of driving with the best of face-to-face customer care.

"I think it's so important to be bright and cheerful to customers as they board" explains Jade. “The 153 is a busy central route and people can be quite stressed when they get on. By making people feel welcome, you can really make a difference to their day. If you see someone without a smile, give them yours! It's even more important with older people - a cheery greeting, waiting until they are safely seated and a smooth ride all go together to make life just a little bit better.

“I’m thrilled to have won this award – If you can give great customer service, then you can really change people’s minds about public transport.”

Lawrence Wilson, Regional Manager at Ash Grove, said “I am absolutely delighted that Jade has won this award. Jade puts customer service at the heart of everything she does and she is an excellent example to all of her colleagues and a great representative of HCT Group.”

Jade received her award from Leon Daniels, Managing Director of Surface Transport at TfL, in a glittering reception held at a London Hotel last night. Speaking at the awards, he said:

“The London Bus Awards acknowledge the incredible and often unsung hard work of the thousands of bus drivers and support staff that help keep London moving.

”This is our way of thanking the drivers and other staff who go above and beyond the call of duty and show true dedication and commitment to their passengers.”

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